CONVERSATIONAL ANALYTICS SOFTWARE
Turn 100% of customer interactions into actionable intelligence with GenAI
Harness Sprinklr AI to analyze 100% of speech and text interactions across 30+ digital, social and voice channels. Surface hidden root causes and act faster with AI-powered recommendations built for enterprise-scale contact centers.
TRUSTED BY THE WORLD’S MOST ICONIC BRANDS
Focus on what matters. Act with precision every time.
Uncover what’s impacting your CX
Identify critical contact drivers impacting your key KPIs. Automatically detect anomalies and trends with detailed root causes — so you know exactly what’s affecting your customer experience.
Let Sprinklr AI guide your next move
Use AI-driven guidance to resolve issues — from closing knowledge base gaps and optimizing bot workflows to elevating agent training.
Deliver insights that matter to your teams
Customize insights for functions like admin, product, operations, and more. Surface relevant, actionable takeaways that empower them to make smarter, data-driven decisions.
Streamline contact driver management with Sprinklr AI
Auto-identify top contact drivers
Analyze past conversations using unsupervised AI clustering to automatically surface your top contact drivers and power effortless action.
Create multi-tier contact driver models effortlessly
Use natural language prompts to build or refine multi-tier contact driver models. Let Sprinklr AI automatically surface overlaps, gaps and inconsistencies to reduce the risk of failure.
Auto-monitor emerging drivers
Proactively detect emerging contact drivers with Sprinklr AI. Act fast on evolving needs with always-on detection and performance insights.
Maximize contact center impact with AI-powered insights
Move beyond surveys with real-time sentiment insights
Understand true customer sentiment by analyzing speech and text conversations in real time with Sprinklr AI. Map sentiment trends to specific contact drivers, agent performance, and more to uncover hidden root causes.
Understand the true voice of the customer
Group customer conversations into key topics with Sprinklr AI. Monitor contact center performance across these topics to make data-driven decisions that elevate every interaction and experience.
Boost agent performance with tailored insights
Automatically score every conversation for compliance and performance with Sprinklr AI. Identify agent strengths and coaching opportunities to improve agent effectiveness.
Secure, flexible AI that scales with your service team
Customize AI to fit your workflows
Enhance contact driver accuracy by configuring your preferred LLM provider and model, and refining your AI pipelines to maintain efficiency as your needs evolve.
Redact sensitive data automatically
Stay compliant with industry standards like PCI and HIPAA by masking personally identifiable information (PII), payment details, and other sensitive data across all channels.
Connect with external tools seamlessly
Easily integrate external data with Sprinklr through an interoperable setup. Import conversations, generate insights, and share dashboards with stakeholders across and outside your organization.
Winning across the CCaaS landscape. Recognized by leading analysts.
Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester Wave™
Sprinklr named a Leader in The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Contact-Center-As-A-Service Platforms, Q2 2025
Forrester Wave™
Sprinklr named a Strong Performer in The Forrester Wave™: Conversational AI For Customer Service, Q2 2024
Forrester Wave™
Frequently asked questions
Conversational analytics software analyzes verbal and written input from customer interactions to derive insights, trends and performance data. It does this using AI, machine learning and natural language processing (NLP) to understand the content, sentiment and intent of every conversation.
Here are 10 key capabilities of conversational analytics software:
- Multichannel access: Captures data from voice calls, emails, SMS, live chat, social media, etc
- Speech processing: Uses speech-to-text, speech recognition and talk-over-detection to convert spoken content into text
- Content interpretation: Uses NLP and keyword extraction to interpret human language, intent and entity recognition to understand context
- Sentiment analysis: Assesses the sentiment and emotional tone of a conversation
- Conversation insights: Identifies recurrent topics, themes, emerging trends or issues
- Predictive analysis: Foresees future customer behavior based on historical data and gives actionable recommendations
- Performance tracking and QA: Tracks, analyzes and provides insights on agent performance to improve interactions. Helps supervisors to create personalized coaching plans based on QA
- Compliance adherence: Monitors conversations to ensure adherence to brand, state and federal regulatory guidelines
- Data privacy: Uses encryption protocols to protect sensitive information in transcriptions
- Live insights: Provides instant insights during live interactions, enabling agents to adapt and improve
- Impact analysis: Identifies top influences on contact center metrics like CSAT, average handling time and NPS
- Custom alerts: Identifies and sets automatic alerts for CX issues like missed SLAs
- Insights Hub: Provides a detailed drill-down into each contact driver to understand the root causes and their description. Most importantly, it also provides recommendations/suggestions on the next best action.
Conversational analytics software improves customer service in the following ways:
- Immediate issue resolution: Identifies and addresses customer concerns in real-time and detects emerging issues
- Tailored interactions: Analyzes customer preferences and history, enabling personalized service
- Training insights: Pinpoints gaps in agent interactions, enabling supervisors to build personalized training programs for superior service
- Predictive assistance: Forecasts customer needs based on trends, allowing for proactive support and product ideation/updates
Yes, conversational analytics software offers API integrations, allowing seamless connectivity with CRM, ERP and other enterprise systems, ensuring unified data analysis and streamlined workflow operations. For instance, Sprinklr Service integrates with 60 different tools to ensure you get a complete view of customer interactions across channels.
Conversational analytics software provides businesses insights into customer preferences, identifies trends, improves quality management, and drives informed decision-making.
Ready to turn every conversation into measurable business impact? We can help.